{How to} Enable Customer support swarming(preview) on Dynamics 365 Customer Service Hub

If you want to enable customer support swarming (preview) on Dynamics 365 Customer Service Hub, this tutorial is perfect for you. The author provides clear steps on how to enable this feature, which allows agents to collaborate with experts across the organization to resolve complex cases more efficiently. Before setting it up, you need to have the Customer Service System Administrator role, and agents using the swarm feature must have both a Dynamics 365 Customer Service Enterprise license and a Microsoft Teams license. Experts joining a swarm must also have a Teams license.

The tutorial offers two ways to set up swarming: using a guided setup wizard or manual setup. After enabling Swarming, you can enjoy benefits such as improved first contact resolution, reduced average time to resolution, and accelerated on-the-job training for agents. The author provides security roles required to use this feature, including Swarm, Swarm participant, Swarm participant rule, Swarm role, and Swarm skill.

Overall, this tutorial is an excellent resource for those who want to enhance their collaboration capabilities and elevate their customer support experience.

Author: Malla Reddy Gurram (@UK365GUY)

Link: https://mscrmgmr.blogspot.com/2024/06/how-to-enable-customer-support.html